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"literature on customer service. Emotional Value will forever change how you perceive, provide, and receive customer service."

-Jim Kouzes, coauthor of The Leadership Challenge

"The authors' data and stories paint a compelling picture of why taking care of customer, staff and organizational emotions should be a priority for every CEO/President.... A must-read for businesses that hope to be on the cutting edge in the next millennium."

-Chris Ehlers, Organizational Dynamics/ Effectiveness Manager, Procter & Gamble